things to have handy when you call us...
Once you have exhausted all of the possible solutions of why you may be running into problems, it is time to turn to our Tech Support professionals for help. By gathering the items on the checklist below, your Tech Support experience is sure to be enhanced.
- Know what your FrontierNet®, Citlink/CTAZ, Newnorth, Epix, or GVNI username and/or e-mail address is, or know the phone number to which your Internet service is billed.
Note: Your username (the first part of your e-mail address before the '@' symbol) is the name that you are using to log on to the Internet; you would have set this up with Customer Service when you placed the order for your account.
- Know what Operating System you are using.
If you are using a Microsoft Windows-based Operating System, you will find a Start or Windows button in the lower lefthand corner of your computer screen. If you click Start > Settings > Control Panel, you will find an icon called System. Double-click that icon. In the window that appears before you, you should find the specific name of your Operating System (for example, Microsoft Windows XP).
If you are using a Macintosh, click the Apple in the upper lefthand corner of your computer screen. Click About this Mac. All of your Operating System information will be displayed.
- Write down the complete error message that you may be receiving, including any specific error numbers.
- Make note of any new hardware or software you may have installed recently.
- Write down the brand name and model number of your High Speed Internet modem.
- Make sure that you are calling at a time that is convenient for you to devote the time that is necessary to troubleshoot your problem.
- Listen carefully to the phone menu prompts.
- With the phone in hand, please make sure you are able to be in front of your computer with it powered on while you are on the phone.
Note: If you gather this information prior to contacting Tech Support, we will be able to assist you more efficiently. Please remember that the person with whom you are speaking is there to help you.